Event Studio Setup for Agent Assist

Using Event Studio with Agent Assist improves performance because the Aisera Gen AI platforms receives updates to tickets in real time and starts pre-generating predictions. Without Event Studio, the predictions are made when the ticket is opened and the widget loads.

  1. Navigate to Settings > Configuration > Feature Flags > Enable Event Studio and Internal Request

  1. Select Settings > Data Type > Create Data Type.

New Data Source

  1. Choose Data Source > New Data Source > and then fill out the required fields.

  2. Set Functions to Event Trigger.

  3. Set Data Types to Agent Assist.

Functions and Data Types
View Event Trigger on Data Source Details Window

  1. Create Events in Event Studio for Summary, Answer and Next Best Actions on Create and Update

    1. Create a New Event Trigger

      1. Select an External Event Trigger as the Data Source you created above.

  1. Set the Data Type to Agent Assist and Event Type to Created or Updated (You need to create 1 for each).

Edit Event Trigger

  1. Select Trigger Entity-Summarizer - Summary.

  2. Set ticketId to ticketId (others can be blank).

This is how Event Studio should look after all of the events are set up:

Event Studio with Triggers

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